Logie, Scott (2023) An Evaluation of the Cultural Usability of Australian eGovernment. PhD thesis, Victoria University.

Abstract

The Australian Disability Discrimination Act 1992 mandates that government agencies provide accessible, non-discriminatory information and services. This study focuses on the cultural usability of Australian eGovernment services, particularly for Mainland Chinese and Indian immigrants, who are among the largest non-English speaking groups in Australia. It explores how language attributes and cultural web design elements can enhance eGovernment service usability for immigrants, potentially aiding their integration into the Australian labour market. Key aspects studied include English readability, use of jargon and unusual words, and visual elements like images, icons, and colour. This research empirically examines Jobsearch.gov.au, an Australian eGovernment website, assessing its cultural usability for Chinese and Indian immigrants. The study acknowledges the significant economic and social contributions of these groups to Australia and the importance of adapting eGovernment services to their distinct linguistic and cultural needs. The Jobsearch service is critical for immigrant integration, impacting economic stability and social well-being. Cultural and linguistic barriers in eGovernment services could hinder job search efforts and integration. The study employs quantitative methods to analyse data from 200 respondents, including Chinese and Indian nationals, focusing on language and cultural modifications in eGovernment services. Findings suggest that culturally adapted services increase usability, satisfaction, and ease of use, highlighting the need for cultural considerations in eGovernment design. This research contributes to cultural usability theory and can guide the Australian Government in enhancing eGovernment services for immigrants.

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